At Top Pup Foods, we take pride in offering premium products for your canine companions. While we’re confident you’ll love our carefully curated selection of cold-pressed dog food, orthopedic beds, and health products, we understand that sometimes returns or exchanges are necessary.

Our Returns Policy

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Proof of purchase is required
  • Certain health and hygiene products cannot be returned (see exceptions below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened dog food (including cold-pressed and frozen/raw varieties)
  • Dog medications & health products (wormers, flea treatments)
  • Used dental care items
  • Ear care products

These exceptions align with UK consumer protection regulations regarding hygiene-sensitive goods.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our team within 15 days of delivery at [email protected] with your order number and return request
  2. Wait for approval – we’ll respond within 2 business days with return instructions
  3. Package your items securely in the original packaging if possible
  4. Ship your return to our Carlisle facility using a trackable method (return shipping costs are the customer’s responsibility)

Return Shipping Information

Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

Return address:

Top Pup Foods Returns
19 Dalston Rd
Carlisle, GB CA8L 8QS

Refund Process

Once your return is received and inspected (typically within 5 business days), we’ll notify you of the approval status.

Refund timeline:

  • Credit card/PayPal payments: 5-10 business days after approval (processing time depends on your financial institution)
  • Original shipping costs are non-refundable
  • Refunds will be issued to the original payment method

Exchanges

For exchanges (size, color, or product changes):

  1. Follow the same return process above
  2. Clearly state in your email that you’re requesting an exchange and specify the replacement item
  3. We’ll process the exchange once the original item is received
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If you receive a damaged or defective item (such as a torn dog bed or faulty harness), please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Return Request Template

To help expedite your return, please use this template when contacting us:

Subject: Return Request – Order #[Your Order Number] Dear Top Pup Foods Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Details: – Product name: [Product Name] – Reason for return: [Reason – e.g., wrong size, changed mind, defective] – Preferred resolution: [Refund/Exchange for [Product Name]] I confirm the item is unused and in its original packaging. Please advise next steps. Best regards, [Your Full Name] [Your Contact Number]

Questions?

Our customer care team is happy to assist with any questions about our returns policy. Contact us at [email protected] and we’ll respond promptly – just as we’re committed to providing premium products for your pup’s wellbeing.

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